About the podcast

This podcast was designed to inspire on stage and backstage players to act in the interest of the Customer Experience. Host, Kathleen Peterson has 30+ years in the Customer Care industry and is one of today’s most sought-after experts in the field of the Customer Experience. On this series Kathleen speaks candidly about everything from strategic visioning at the executive level to tactical aspects of running a Contact Center to human elements that tie it all together … ultimately, inspiring you to take the show on the road in order to deliver on the Customer Experience strategy.

Episode 6

Creating a QUALITY Quality Program

Kathleen Peterson and PowerHouse Senior Consultant, Brynn Palmer, discuss key elements to consider when building an effective Quality Program.

Where to Listen / Subscribe